Inside Customer Service

NOVEMBER 9, 2023

A customer calls your company for service. After the call, they get an email asking them to complete a survey. The survey is intended to evaluate overall customer service and the individual rep's performance. A host of problems hurt that mission. Response rates are too low Survey scores are notoriously inflated Reps get blamed for factors outside of their control A new metric called the sentiment arc can solve those problems and eliminate annoying surveys.

Customer Survey 209

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 209

Adrian Swinscoe

NOVEMBER 9, 2023

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.

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190

ECXO

NOVEMBER 9, 2023

The European Customer Experience Organization (ECXO) is Proud to Present Karen Jaw-Madson – Innovator in ‘Culture Your Corporate Culture’ speaking about Connecting Culture, CX and EX for Impact When? November 16 at 5:00 PM (CET) – 4:00 PM (GMT) – 9:00 AM (PDT) #cx #employeeexperience #designthinking #customerexperience #CXM Subscribe here on Linkedin: [link] Please help us welcome Karen, a luminary in leadership, organizational transformation, and Customer Experie

CX 156

CX CXM Government Contact Center 156

Customer Think

NOVEMBER 9, 2023

Customer journey maps are a key component of customer experience strategy and planning. But what are they? What information do they provide? And, how should they be used? Depending on who you ask, a customer journey map is a process or a visual tool.

Customer Journey Map 121

Customer Journey Map Customer Experience 121

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Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Adrian Swinscoe

NOVEMBER 9, 2023

Today’s interview is with Juliette Powell and Art Kleiner. Juliette is an author, entrepreneur, technologist, and strategist, who works at the intersection of culture, data science, […] The post How to safely realise the enormous potential of Al – Interview with Juliette Powell and Art Kleiner first appeared on Adrian Swinscoe.

Artificial Intelligence 100

Artificial Intelligence Government AI Innovation 100

Beyond Philosophy

NOVEMBER 9, 2023

We British look at the world as if the glass is half empty. By contrast, Americans look at the world as if the glass is half full. So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side.

Customer Satisfaction 78

Customer Satisfaction Customer Retention Customer Acquisition Management Consulting 78

Customer Think

NOVEMBER 9, 2023

Most salespeople can improve sales effectiveness by changing their beliefs and moving out of their comfort zone. My wife took me to a Vegan restaurant for lunch and I ordered a sandwich that consisted of coconut, lettuce and tomato on multi-grain bread. I not only didn’t hate it, I liked it.

Sales 64

Sales 64

Zonka Feedback

NOVEMBER 9, 2023

Customer feedback is an essential element that tells you how customers feel about their experience with your products and services and what you can do to make their experiences better. While there are many kinds of customer feedback surveys used for collecting feedback, rating scale surveys are one of the most commonly used surveys by businesses around the world.

Customer Feedback 59

Customer Feedback 59

Customer Think

NOVEMBER 9, 2023

This blog was originally published in the November edition of Top Sales Magazine. You can find a link to their website at the bottom of this article.

Sales 64

Sales 64

CommBox

NOVEMBER 9, 2023

A module for flexible interfacing with other systems / APIs, allowing external services to verify customer actions (i.e. approve the payment through a third-party credit card service). It allows representatives to identify customers and verify external actions in parallel to the actual conversations with the customers.

Customer Service 52

Customer Service 52

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

Customer Think

NOVEMBER 9, 2023

So far, I have dealt with how to safely and securely implement and leverage AI — in particular generative AI — technology. So, there shouldn’t be many questions open regarding how to get a trustworthy, efficient, and effective AI implemented in any organization.

AI 61

AI Technology Technology CX 61

CommBox

NOVEMBER 9, 2023

The Customer Satisfaction app makes it easy to send simple engaging satisfaction surveys to customers across all communication channels (e.g. a survey question after a conversation, such as: “How well did our customer service representative answer your question or solve your problem?”). The survey will be sent in a manner appropriate to the specific communication channel.

Customer Satisfaction 52

Customer Satisfaction Customer Service 52

Customer Think

NOVEMBER 9, 2023

You could be looking to brush up on your knowledge of or gain a deeper understanding of several terms and phrases that are used frequently in business contexts these days. CRM is usually one of them for most of us. CRM or “Customer Relationship Management,” is an essential component of any successful business.

CRM 59

CRM Innovation Customer Relationship Management Customer Relationship 59

CommBox

NOVEMBER 9, 2023

Choose your CommBox theme, you can choose from our theme list and set the right colors according to your brand’s voice. You can also create a new theme that will fit your brand overall look and feel for complete user experience within the CommBox platform.

Customer Service 52

Customer Service 52

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51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

Zendesk

NOVEMBER 9, 2023

Over the last year, there’s been a lot of talk around generative AI and its potential to improve the customer experience (CX). In fact, two-thirds of consumers believe that generative AI will soon become an important part of their service experiences. Generative AI refers to an AI model that returns or generates outputs based on prompts—these outputs can include text, images, videos, code, or audio.

AI 52

AI Customer Service Customer Satisfaction Retail 52

CommBox

NOVEMBER 9, 2023

Beyond what is accessible via standard APIs, this module allows your system administrators to perform full-scale customization of the system at the client level. You can add JavaScript functions, customize CSS, redesign menus, add options, run your own JS code, and use other advanced features.

Customer Service 52

Customer Service 52

SurveySensum

NOVEMBER 9, 2023

Quality customer experience doesn’t happen by chance. It demands product/service quality, optimized customer journey, and most importantly, excellent customer service. In any organization, the leading factor for the quality of the customer experience is the employee. These are the people who create the product, organize the process, and deliver the experience to the users.

CX 52

CX Customer Experience AI Artificial Intelligence 52

CommBox

NOVEMBER 9, 2023

The Working Hours module allows you to set a particular channel to run at certain days and hours – for example, a chat service which is available in different times for different countries or languages. This module allows you to automatically prepare for holidays and special occasions of different nationalities and religions rather than updating the system consistently.

Customer Service 52

Customer Service 52

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

Actionable Insights

Intercom

NOVEMBER 9, 2023

Every business is in the service business. You might think you sell coffee, insurance, or even software. But we’ll let you in on a secret … it doesn’t matter what you sell or who you sell it to, your customers could probably get it somewhere else. Some of them probably will. What you’re really selling is service. And when you nail that service?

Customer Service 52

Customer Service Artificial Intelligence AI Customer Loyalty 52

CommBox

NOVEMBER 9, 2023

Theme Channels are a generic type of channel that can mix conversations from all other channel types. With this module, you can use these channels to have conversations grouped by theme or subject and not by the module (e.g. Facebook, SMS). Also, this is a good way to have skills or permissions according to the subject or the area, instead of by the channel sources.

Sales 52

Sales Customer Service 52

Customer Think

NOVEMBER 9, 2023

Introduction Marketing has come a long way ever since its inception. And to this development, consumer behavior has not been an exception. It has evolved tremendously. However, this evolution has not been independent of business growth.

E-commerce 49

E-commerce Business Growth Technology Technology 49

CommBox

NOVEMBER 9, 2023

The Web Syndication app lets you connect RSS / ATOM syndication feeds as channels. It also offers Google Alerts integration to help you track and monitor your brand mentions across the web.

Customer Service 52

Customer Service 52

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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

CX

Customer Think

NOVEMBER 9, 2023

The News A lot is going on in the SAPverse during October and the early days of November 2023.

Gaming 49

Gaming CX AI Technology 49

CommBox

NOVEMBER 9, 2023

This module tracks all customer activities on your website and the various apps installed on it (e.g. chat) using a specific embed code. It provides your representatives with a straightforward trail of all activities the specific customer has done so far. By defining rules, this module also allows sending alerts to representatives accordingly and offers advanced automation.

Customer Service 52

Customer Service 52

Customer Think

NOVEMBER 9, 2023

New Partnership Paves the Way for Early Diagnosis and Intervention to Improve Cardiovascular Outcomes & Quality of Life for Patients

AI 45

AI 45

CommBox

NOVEMBER 9, 2023

The forms module allows customers to sign forms during a conversation with your representative. It is a co-browsing tool that enables representatives to monitor and guide the customers through complex forms. Just upload a PDF file and define fields that need to be filled in (both required and optional fields). You can send direct links to the forms while communicating with your customers.

Customer Service 52

Customer Service 52

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

MyCustomer Experience

NOVEMBER 9, 2023

We British look at the world as if the glass is half empty. By contrast, Americans look at the world as if the glass is half full. So, when.

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40

CommBox

NOVEMBER 9, 2023

Connect External Contacts to your exchange server global contact list

Customer Service 52

Customer Service 52

1 to 1

NOVEMBER 9, 2023

Customer experience leaders look for employees with emotional intelligence and empathy , traits that work great for helping customers and resolving issues. And in today’s AI-obsessed environment, empathetic human connection is a welcome differentiator for many people who don’t want to navigate an IVR or converse with a chatbot. But be warned — the more that AI and automation is used within the customer experience, the more likely your human customer-facing employees will feel stressed and

CX 26

CX Healthcare AI Customer Experience 26

CommBox

NOVEMBER 9, 2023

This module allows automatic user authentication via Active Directory (LDAP), so representatives do not need to type another password while logging in to the system. It also supports “silent login” through Windows Authentication.

Customer Service 52

Customer Service 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC